Associate Support Specialist - Payments

(This position is remote and open to applicants located in MA, CT, NY, PA, NH, ME, VA, MD, OH, FL, SC, NC, GA)

Company Overview

Veracross provides SaaS-based School Information Systems (SIS) designed to meet the specific needs of independent K-12 schools worldwide. Our one-record solution combines the power of a fully integrated single-record database, personalized communication tools, and an elegant architecture that is unique in our industry.

We are a growing, values-led community of 350 employees in the US, UK and Australia who share a vision to unify school communities, improve the quality of education, and enhance learning. And we’re succeeding! As of early 2024, we are supporting 3200+ schools in 60 countries.

Veracross is five product brands in one global tech company

· Veracross SIS is a one-person, one-record school management platform

· Magnus Health provides cloud-based Student Health Record (SHR) solutions

· Digistorm connects with their communities through Digistorm Websites, Digistorm Funnel, and Digistorm Apps.

· Epraise incentivizes student well-being and connects teachers, students, and families.

· Firefly provides an online learning space for students and teachers

Role Summary

As a member of the Veracross Technical Support Team (TST), the Associate Support Specialist - Payments serves as the first level of customer support, providing well-informed and timely responses for both end-users (payers) and core users (school administrators) of the VC Pay Tuition Management and Payment Processing product within the Veracross platform. Associate Specialists support the daily operations of VC Pay partner schools’ business offices, applying their knowledge of the VC Pay product to support core users in resolving issues pertaining to configuration and utilization of the product. Additionally, Associate Specialists support end-users (payers utilizing VC Pay services) with troubleshooting and resolving common issues related to payments. This position requires excellent communication skills (verbal and written), a commitment to service and quality (including patience and empathy while interacting with customers), and analytical and general problem-solving skills. The Associate Support Specialist - Payments reports directly to the TST Payments Team Lead.

Job Responsibilities

• Interact directly with core users (school administrators) via multiple channels, including a ticketing system (Salesforce) and Zoom meetings, building rapport by consistently demonstrating expertise and professionalism
• Provide exceptional end-user (payer) support via inbound and outbound phone calls, emails, and a ticketing system, consistently demonstrating patience and empathy
• Manage and prioritize multiple open cases in multiple support channels simultaneously
• Evaluate the nature of each interaction and determine the appropriate action to resolve the issue
• Analyze issues, replicating, researching, and resolving technical problems and questions and guiding customers to our knowledgebase solutions whenever possible
• Provide prompt and accurate responses to customers, tracking cases through resolution within company SLA guidelines
• Perform specific, limited operations within partner school databases, adhering to established security practices and guidelines, and understanding the impact to the school’s accounting operations
• Communicate internally with various support teams to escalate issues that cannot be resolved within Tier 1 support
• Communicate externally with school business offices to escalate non-technical and/or operational issues that cannot be resolved without their intervention
• Assist with identifying and logging system bugs and enhancements
• Assist with casework related to other areas of the Veracross Business module, as needed
• Identify, update, and maintain internal and external knowledgebases in order to improve support documentation deficiencies using the Knowledge-Centered Service (KCS) methodology

Requirements

• 0-2 years of customer support experience in the software industry, with one year of direct end-user support experience preferred
• Must be comfortable speaking on the phone (or via meeting app) directly with end-users, demonstrating patience and empathy in each interaction
• Fluency in English with excellent verbal and written communication skills
• Ability to multi-task, continually reprioritize work, and work under various constraints
• Demonstrated aptitude for using, teaching, and communicating information about technologically sophisticated software to non-technical users
• Passionate about learning new software; able to use fundamental accounting principles to build, retain, and apply knowledge of the business modules software
• Demonstrated problem-solving skills; able to analyze customer requests and provide timely resolutions
• Highly motivated with the ability to work both independently and collaboratively as a member of a team
• Friendly with a positive attitude and a desire to contribute to a positive community culture
• Prior knowledge of accounting, online payment processing, and/or banking industry is a plus

Benefits

• 3 weeks of vacation per year
• 14 paid holidays per year (including the week off between Christmas and New Year's Eve)
• 56 Hours of paid sick leave annually
• Top tier benefits -
  • Medical, Dental & Vision (Blue Cross Blue Shield & EyeMed)
  • Veracross LLC Fidelity 401(k) Plan - Managed by Sentinel Benefits

Salary at Veracross is determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience. The compensation range for this position is $58k to $65k (annualized USD) in addition to potential bonus.

We value the power of an inclusive culture and a strong sense of belonging. We seek to infuse diversity and inclusion in everything we do while promoting a culture where differences are embraced as strengths; opportunities are equal and accessible; consideration and respect are the norm; and all team members are supported in reaching their full potential.